How to Configure Rotational Templates
In Workforce Management, a rotational template is used when a schedule follows a specific, repeating pattern over a set period. For example, an agent may work an early shift in Week 1, a middle shift in Week 2, and a late shift in Week 3, before the pattern repeats itself.
This tutorial describes how to configure a Rotational Template by combining existing building blocks into a repeating schedule.
Prerequisites
Before building a rotational template, you must ensure you have created the necessary Daily Templates and Weekly Templates that will make up the rotation.
Procedure
1. Create the Template and Define Settings
- In the Shift Configuration menu, navigate to the Rotational Templates tab and click the Add New Template button.
- Enter a Name for the template and select the appropriate Org Unit and Time Zone. Note that the Alignment Date will be configured in a later step.
2. Configure the Rotation Structure
You must now define the weekly pattern that forms the rotation loop.
- Click Add Weekly Template and select the required weekly templates from the list. For example, if you are building a 4-week rotation, select the four specific weekly schedules involved.
- Once added, you will see the week templates listed in order (e.g., 1 through 4). You now need to add Rotation Groups. These groups determine the "slot" or position an agent holds within the rotation. Click Add Rotation Group.
- Drag and drop a Rotation Group (e.g., Group A, Group B, Group C, Group D) to the corresponding weekly templates. This identifies where an agent is allocated within the cycle.
3. Assign Agents to the Rotation
- Scroll down to the Agents section and click Add Agent.
- Select the agents to assign to this template and indicate their initial Rotation Group.
- It is best practice to have an approximately equal number of agents assigned to each rotational group to ensure balanced coverage.
- Agents in Group A will begin the cycle at the top of the list (Week 1), while agents in Group B will start at Week 2, and so on.
- Review the list to ensure all agents are mapped to the correct starting group.
4. Set Alignment Date and Validate
The Alignment Date determines when the rotation cycle begins. It must be on the same day of the week selected for Week Begins On in your contact center.
- Set the Alignment Date. For the week of the selected date, agents in Group A will work the Week 1 schedule, Group B will work the Week 2 schedule, etc.
- Click Open Schedule to view a mock-up of the schedule. You can verify the pattern and ensure that the rotation flows correctly between groups over future dates.
- Once verified, Save the template. The configuration is now complete and visible in the Rotational Templates list.
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